Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I palced an order and paid for second day delivery. They have not delivered as of now, their carrier is not responding and Fragrancenet is denying the reimbursement

  Business Response

  Date: 02/18/2025

  Please allow us to begin with our sincerest apologies for the non-received package and for any inconvenience this has caused. Our records show that customer spoke with an agent from our Team today February 18th , regarding this delivery.  Our details show customer indicated that they would wait an additional day, for the package to arrive. If the delivery is not received on February 19, 2025, we are willing to offer a refund or reship for this purchase.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ***** **************************************

• Initial Complaint

  Date:02/14/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello my order number is *********. I got an email that my order was delivered 2 days ago . The whole day I was unable to find it , I called fragrance net and someone answered me after 16 minutes on hold , they then put me on hold again and told me that my package had been delivered even tho I couldnt find anything , yes I asked my neighbors and everyone I could . They then said to call back yesterday (2/13) so I did so then they checked my tracking number and realized that my pacakage was delivered to somewhere called ********* ********** here is my tracking number *******************. They said they were going to make this right and refund my order and said to wait a couple of minutes then my call went out or they clicked on me . This is very unfair and I want an explanation or my order to be fixed because this not not the experience I wanted . I not receive my order .

  Business Response

  Date: 02/18/2025

  Please accept our apologies for the non-received package.We have issued a refund to the original pay method for this purchase.
  
  Thank ***********************

• Initial Complaint

  Date:02/11/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not receive my order, the tracking information shows it was delivered in **, my address is in **. Fragrance net is claiming the package was picked up from *** with a photo ID (despite the tracking info showing it delivered in a different state than my address) yet refuses to show any proof of this. I did NOT pick up the package. I did NOT receive the package. I just want my items

  Business Response

  Date: 02/11/2025

  Please allow us to express our apologies for this experience and for any inconvenience this may have caused. Our Team has reached out to the delivering courier with efforts of attempting to gain details regarding this delivery. According to the information provided by ***, this package was retrieved from one of *** pick up facility. The courier has assured that packages are only released to the persons name and address, that appears on the package and photo identification is required. We understand that the customer has stated that he did not retrieve the package from the facility. In light of these details, we need to ask that customer take further action with their payment provider regarding this purchase.  Once these actions are taken, our Credit Team will work with the customers payment provider to come to a resolution to this issue.
  
  Thank you
  Customer Service
  

  Customer Answer

  Date: 02/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Fragrance Net claims the package was picked up with a photo ID from ***, but again fails to show any proof of this whatsoever. The only thing to go off of is the tracking info, and all that shows is that it was delivered in *******. Therefore, I am rejecting this response. If they continue to refuse to resolve this issue, I will be disputing the charge with my bank.

  **** ***
  
  
  
  
   
  

  Business Response

  Date: 02/18/2025

  We have asked customer to please contact their financial institution to report this delivery failure. If a dispute is initiated, customers bank will contact our Credit Team and resolution will be reached through these channels.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my extreme frustration and disappointment with my recent order (#*********). According to the proof of delivery from ******, my package was delivered to an address that is either next door or across the street from me, not my correct address.I paid for premium shipping, specifically to ensure that my package would require a signature upon delivery to avoid situations like this. However, it seems that ****** did not follow through with this service, which is incredibly upsetting. I trusted that paying extra for this service would help avoid issues with misdeliveries, but this has caused me a great deal of stress.Furthermore, I have tried multiple times to reach your customer support team, both via phone and live chat, but each time I was put on hold for an unreasonable amount of time without being connected to an actual person. This lack of response only adds to my frustration.I also reached out to my neighbors in case the package was mistakenly delivered to them, but no one has received it. This has been an extremely stressful and inconvenient experience that I should not have to deal with.

  Business Response

  Date: 02/10/2025

  Please allow us to begin with our sincerest apologies for the non-received package and for any inconvenience this may have caused. Just for clarification regarding the delivery service, this package was not sent with signature request at the time of delivery. Since this package has not been received, we have issued a refund to the original pay method used at the time of purchase.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/07/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed this order like I have with so many over the years (longtime customer, albeit different email); originally this was to be sent out by *** and then yesterday when I checked on it again, it has changed and now says OnTrac, with OnTrac tracking# vs ***.Where I live (townhomes) OnTrac/LazyShip/LaserShip adamantly refuses to follow simple package delivery instructions, which is to to leave inside back patio. More specifically, C/O INSIDE BCK PATIO PARCEL BOXwhich I list on the 2nd line address field (like where youd list an apartment number or suite). I do this for two reasons, 1) I am disabled and its not accessible my front door to locate packages. 2) I live among a cluster of townhouses and several other people with young teens, some of whom in the neighborhood are known porch pirates, and have stolen from me before. 3) Its generally not safe to leave packages there and I have discrete signage in that immediate area to not leave deliveries there (for that reason). So, besides making this a permanent part of my address, having discrete signage and personally explaining to this company before all this, they defiantly ignore me and leave the package anywhere they feel like, except for where requested. *** even filed a BBB complaint against them and they do not care.They are the only ones who do this. ***, *****, ****, ******you name it, all get this, but they refuse. So, I have put the word out to anyone I know using them that I will no longer shop with them if they use them, and I get an exception since they wont adhere to this easy request. Its even a shorter walk than where they go now, but dont even realize that. Plus I have an available parking space to pull into for deliveries. Called FragranceNet who was closed, so left sent an email instead. I called back today when I saw they ***** answer it. Ive asked him to place a signature request, if they cant cancel, divert, but please do something. The rep ***** seem to care either no Supv.

  Business Response

  Date: 02/07/2025

  Please allow us to begin with our sincerest apologies for this experience and for any inconvenience this has caused. We have reached out to the courier and requested the package to be returned to sender since we are unable to add a signature on the shipment at this point. Once the courier returns this package and shows in transit back to our facility, we will issue a refund to customers pay method.  Customer can monitor this shipment and contact our **************** Team once the delivery is being returned.
  
  Thank you
  ****************

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Originally when I first did not get the package, Id hoped you (FragranceNet) stopped shipment and recalled the package and it was on its way back to you, and if you have? Great! But I dont see why I should have to wait for you to receive something in order to return my money in full. If 1) You already know its on its way, or two, 2) If its missing, lets not drag this out, as this was avoidable, just by attempting to take any action that was never initiated from what I can tell. 
  
  (i.e., 1) I called you all on 2/6, 2) Requested as Supervisor intervene, 3) Asked to have the package recalled, 4) Requested the package canceled if it cant be sent back, then rerouted ANYTHING BUT USE THAT SHIPPER. I told you all what was likely the outcome, because it happens often with these guys! I told you all I would not be responsible if it did. 5) I asked for you to make them require a signature so that this wasnt left, just anywhere and I asked this repeatedly, WELL IN ADVANCE So please, promptly refund my money, unless you can reship and get this to me prior or at least on 2/14/25 via another shipper and never use them when shipping to me ever again.

  
  Please see the message I left first thing this morning for your shipper who has already opened a ticket from prior to shipment on 02/07/25, the day shipment was originally scheduled to arrive. 
  
  
  To Shipper/Added to their Ongoing Ticket, already Established:
  
  
  The information states this package *************** was delivered, yet this package was not received. There is specific instructions on where/how to delivery this package, and it doesnt appear that is where it was left. Not only is it in the 2nd field of the address, but it was again, sent as instructions to reiterate it cannot be left around front, where there is also signage stating the same. It is on you all to figure out where this package is now, and advise the merchant your people made an improper & unsuccessful delivery attempt and lost this package due to not leaving in the secured area repeatedly instructed/advised. 

  
  ******* * ******
  
  
  
  
   
  

  Business Response

  Date: 02/20/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the challenges youve faced with your recent deliveries, and we appreciate the opportunity to address them. Your accessibility needs are important to us, and we want to ensure that you receive your orders in a secure and convenient manner.
  
  We understand your concerns regarding the Americans with Disabilities Act ***** and your requests for accommodations with deliveries. While we do not have direct control over third-party carriers specific delivery practices, we take your feedback seriously and are committed to advocating for an improved experience on your behalf. We will communicate your concerns to our shipping partners, emphasizing the importance of following delivery instructions to the best of their ability.
  
  As our manager confirmed on 2/10/25, we have processed a full refund for your previous order and provided a $100 gift code as a goodwill gesture. We hope this demonstrates our commitment to customer satisfaction.
  
  At this time, we are unable to offer alternative carrier selections for individual orders, but we are actively evaluating ways to enhance our shipping processes to better serve all of our customers. If theres anything further, we can do to assist you with your upcoming orders, please contact us customer service here and we will do our best to ensure a smooth delivery.
  
  We appreciate your long-standing loyalty and your patience as we work toward improving the overall customer experience.

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  

  Again, the only matter really was with concern for the lack of having the ability to choose any other shipper due to the notoriously poor service and lack of care in the past, including 1st delivery attempt, and did not want a repeat of that with the two following. 
  

  We are proud to report that two for two of the last two, were both received and the 2nd of the two will be opened this Friday or Saturday for my spouses birthday. 
  

  We appreciate the gestures made, and I cant say I wont have any concern should we plans future orders and see this shipper selected again, but, it helps that this latest deliveries, were left where they were always intended to be accessible and safe. Hopefully theyll also see and appreciate the convenience themselves and that alone will motivate them to continue.
  

  Lastly, unsure if Ill have other additional purchases in today or not, but if so, Ill keep to just sending a heads up to FragranceNet alone, unless theres any other actual issue againhopefully that wont be the case and this will be a new page for us all coexisting together with OnTrac, whos executive office Ive also been indirect contact with for the 2nd & 3rd shipment  Thank you all!

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* * ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/06/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im definitely wary of this site. This is my first time using it, and a series of suspicious events have occurred. My order number is *********. My order was marked as delivered a few days ago, but I never received it. When I checked the tracking, I found that the carrier was unfamiliar to me, and there was very little information available about them. Strange. I decided to call ************* customer service, but no one answered. Instead, I was stuck listening to music for nearly 35 minutes with no human response. Strange. Why list a phone number if youre not going to answer calls?"

  Business Response

  Date: 02/07/2025

  Please accept our apologies for the non-received package and for any inconvenience with attempting to contact us. We have issued a refund to the original pay method for this purchase. Refunds typically appear on accounts within 4-7 business days.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a *******, product came opened/******** with. Half the cologne spilled out, damaging the box it came in. I emailed them 3 times no resolution. All i want is a replacement.

  Business Response

  Date: 02/05/2025

  Please accept our apologies for the condition in which your package was received and the delay with our response to customers inquiry. Since the damaged item is unable to be returned, we have issued a refund to the original pay method. We ask that customer replace their order at their earliest convenience.
  
  Thank you
  Customer Service

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an item with a one year warranty; item broke in two pieces after 6 months while curling hair. Was initially told they would do a credit since it was more than 90 days since purchase however after speaking with a manager I was told I would receive a refund. I then received an email confirming I would receive a refund back to my ****** account. After several days of not receiving said refund I reached out and was told it was an email sent in error. To date I have received no refund and no credit.

  Business Response

  Date: 02/03/2025

  Our records show that customer spoke with our Team and was advised to return the damaged item. Upon receipt of the return, the refund will be in the form of a FragranceNet gift certificate, which may be used towards the next purchase. The original order date was May 29, 2024. Due to the age of this purchase, we do not have access to issue the refund to the original pay method. In addition, the information provided by the customer, regarding the refund that was issued, is in reference to an alternate order, number **********
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was directly told by a supervisor on the phone after the initial response that I would not need to return the item and that she was arranging to have it refunded. It was after then that I received an email confirming that it would be refunded to the original form of payment, this is documented by the email provided dated January 24th.  It was only after waiting a week and not receiving the refund credit when I reached out and the store tried to say that email was sent in error. You can't tell a customer you will issue a refund and they don't need to return the item and then try to go back on your word a week later. I can provide a photo (which I also offered to send before throwing it out) that I took at the beginning of such item but after being told It was to receive a refund and did not need to return it I threw the item out.  The phone conversation may be recorded in which case I would request that be reviewed as evidence of what I was told. 

  ******* ******
  
  
  
  
   
  

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have yet to be contacted by anyone at the merchant in order to begin the refund to my bank account as they confirmed was an option.  No time frame is provided, however it's been 5 business days without any action. Can you please advise on next steps of whom I can contact or when they will be contacting me?
  
  
  
  ******* ******
  
  
  
  
  
   
  

  Business Response

  Date: 02/14/2025

  Our records show that a member from our Team has reached out to customer via email and customer has requested a call back. We will arrange to contact customer directly with efforts of reaching resolution to this issue.

  
  Thank you
  Customer Service

• Initial Complaint

  Date:01/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/16 I ordered 2 *** **** colognes for me and my friend. I put next day delivery because I wanted it to arrive fast just in time for my friend's birthday. It is now 1/27 and I still have not received my colognes. The first order they sent was supposed to be sign on delivery but they lied. While I was at work, I got a notification that my package was delivered. After I arrived home, I looked for my package, but it wasn't there. I have been contacting customer service ever since then but they just keep telling me to wait longer and longer constantly just stalling me. I even asked to speak to a manager on the phone and they still gave me some type of excuse. This company is not trustworthy especially with expensive fragrances. Thats $600 down the drain because I wanted to trust a random fragrance site. My order number is: *********

  Business Response

  Date: 01/27/2025

  Our records indicate this order was delivered. The delivery driver left a photo of the successful delivery. 

  Customer Answer

  Date: 01/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   No it was not delivered. You guys were suppose to put sign on delivery like you promised now my package is gone because of your stupid mistakes. I've been waiting to long to receive these colognes.

  ***** ******
  
  
  
  
   
  

  Business Response

  Date: 01/29/2025

  Please allow us to begin with our apologies for the non-received package and for any inconvenience this may have  caused. Our records show that our **************** Team has advised customer with the course of action that needs to be taken with regard to resolving this order issue.  We ask that customer reach out to their financial institution to report these details and our Credit Team will work with customers financial institution.
  
  Thank you
  ****************

• Initial Complaint

  Date:01/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi good morning I would like to return my order If I could be sent a return label that would be great Thank you Order *********

  Business Response

  Date: 01/23/2025

  Please note we have received the customers request and we have created and sent a return merchandise authorization. The prepaid return label has been sent to customers email address on file. A refund will be issued once the returned package is received and processed.
  
  Thank you
  Customer Service

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  Hi good morning I made a return Has the returns department received my return When should customer expect refund Thank you Rma ******* Order number *********
  
  
  
  ******* *****
  
  
  
  
  
  
  
  
  
   
  

  Business Response

  Date: 02/11/2025

  Please note we are unable to verify the location of the returned package with the courier. With efforts of rectifying the issue and providing service to customer, we have issued a refund to the original pay method.

  Thank you

  Customer Service

   

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  
  I would like to report that I was able to get in contact with the company yesterday evening and we came to a satisfactory resolution and I’d like to either amend my complaint to reflect such, or withdraw it, whichever is the better course of action to do.
  
  
  
  Sincere regards,
  
  ******* 
  Sent from my iPhone